CX Spotlight by Fifth Quadrant

5 Ways Australia's Biggest Banks Can Regain Consumer Trust

“I explained I’m a gambler...they can clearly see that I’ve got a gambling problem because of the transactions I’ve been making, and I don’t understand why they keep offering me more money.”

- David Harris, a witness in the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry

Topics: Customer experience CX Articles & Insights banking

Ping Identity Names Versent “Partner of the Year” in Asia Pacific

SYDNEY, 9 May 2018 — Ping Identity, the leader in Identity Defined Security, today announced that Versent, a Melbourne-headquartered technology, managed services and PaaS provider, has been named “Partner of the Year” for the Asia Pacific market. Versent received the award based on its commitment to driving new license revenue through customer acquisition, in addition to delivering digital identity innovation among customer organisations.

Topics: Customer experience press release security

Oracle helps Heineken Urban Polo Bring The Sport of Kings Closer To The Customer

Sydney, Australia, May 8, 2018 – Heineken Urban Polo is using Oracle artificial intelligence (AI) in the cloud to help it revolutionise the sport of Kings and bring the game of polo closer to the consumer.  Through a digital concierge accessed from a mobile phone, all the event’s information is being put at attendees’ fingertips – how to get there, where the bar is, what times the matches start, when the pony parade is on, rules of the game, details of players, which DJs are playing and when, and so on.

Topics: Customer experience press release CX Artificial Intelligence cloud

Welcome to the Jungle: Experiential Retail in the Age of Amazon

It's no secret that online retail has been growing in recent years. Across the globe, the trend towards online retailing has resulted in the mass closure of physical stores, and for many brick and mortar retailers to rethink their strategies. 

Topics: Customer experience retail insights CX Articles & Insights experiential retail

Asia-Pacific Enterprises Lead the way in Digital Disruption: Avaya/IDC Research

Singapore – April 26, 2018 – Companies in Asia-Pacific are more confident in their ability to disrupt markets by implementing new digital technologies and business models, according to research conducted by International Data Corporation (IDC), and commissioned by Avaya Holdings Corp (NYSE: AVYA). Almost a third, 29.2%, of respondents said they were market disrupters, compared with the global average of 19.5%. 

Topics: Customer experience press release cloud Blockchain

How blockchain can deliver greater CX beyond crypto

In less than two weeks, we are hosting Experience Avaya APAC in Singapore, a city that ranks alongside the likes of Dubai and New York as a global business hub. As I get ready for this event, those two cities are very much top of mind for me right now – and it’s because of blockchain.

Topics: Customer experience CX Articles & Insights Blockchain

Should we be making chatbots that will pass the Turing Test?

You are probably familiar with the Turing Test, but in case you aren't, here is a quick refresher. Developed by Alan Turing in 1950, the goal of the Test is to see if an artificial intelligence (AI) can successfully trick a human into believing that it too is human. The test is typically administered by having judges who communicate via text message with a mix of human and AI participants and then try to correctly identify the AIs among them.

Topics: Customer experience multi channel Chatbot CX Articles & Insights

8x8 Announces Launch of X Series Platform to Transform Enterprise Communications

Orlando, FLA. -- Enterprise Connect -- March 12, 2018 -- 8x8, Inc. (NYSE:EGHT), a leading provider of global cloud communications and customer engagement solutions, today announced the launch of X Series, a new platform that combines robust call, collaboration, conferencing and contact centre solutions to help businesses win in the new battlefield where customer experience is everything.

Topics: Customer experience press release

Improving customer service through a better understanding of context

By Maurizio Canton, EMEA Chief Technology Officer at TIBCO Software

Becoming more customer focused is a goal shared by many financial organisations, but reaching that goal has recently become more complex. In fact, the rule book has essentially been torn up. 

In the past, it was sufficient for a business to create a product or service and then seek out customers who would be likely to want it. Now this has changed as businesses must adjust, react to shifting consumer demands, and deliver an engaging experience if they are to compete and drive revenue and profitability.

Topics: Customer experience Cloud computing call centres CX Articles & Insights cloud customer engagement

5 CX Trends Australian Companies Should Watch in 2018 

With 2018 well and truly upon us, it's time to reflect on the year past and ponder the year ahead.

Last February, Fifth Quadrant reached out to some of Australia's customer experience (CX) Thought Leaders to find out where they believed CX would head in 2017. Fifth Quadrant spoke with experts from Microsoft, LogMeIn, Oracle, Verint and Flamingo who predicted that 2017 would see the rise of Artificial Intelligence (AI), machine learning, bots, Virtual Reality (VR) and Augmented Reality (AR) in CX.

Topics: Customer experience virtual reality augmented reality Chatbot Artificial Intelligence CX Articles & Insights Blockchain

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